Having experienced intermittent internet connection for the past 5 or 6 weeks, I decided to call Orange customer service to report the problem and I have regretted it dearly since then.
Basically, they told me that I had unstable line and my broadband connection speed was downgraded from about 4-5 Mbps to as little as 0.5 Mbps. I called them many times in an attempt to fix this problem and I was told that my phone line does not support more than 0.5 Mbps and that they are working on it. They also said that they will contact me as soon as possible (haven't hear from them for more than a week). I kept calling them on daily basis; I think I have spoken to about everyone in India but without any success.
I have even phoned them today and asked them to restore my connection speed to what it was before and that I wouldn't mind an intermittent connection because I would rather have a fast and intermittent connection than a extremely slow and stable connection. Even so I couldn't get that done as they said they are 'still working on it' and they will contact me as soon as possible.
One of them even suggested that the problem lies in the exchange box and that I should phone BT to fix the problem. I did that but BT told me that Orange is supposed to pursue this issue on my behalf and that they could do nothing about it.
I am seriously considering leaving Orange altogether (I have been with Orange for Three years). I thing I have been more than patient with Orange but don't feel I got rewarded for my patience. Considering that it takes about 2 weeks to switch to another ISP I think that would be the best option left for me.
Could anyone advise me on what to do next as I am tired of making phone calls and having the impression that I am talking to an answering machine.
Having experienced intermittent internet connection for the past 5 or 6 weeks, I decided to call <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> customer service to report the problem and I have regretted it dearly since then.
Basically, they told me that I had unstable line and my broadband connection speed was downgraded from about 4-5 Mbps to as little as 0.5 Mbps. I called them many times in an attempt to fix this problem and I was told that my phone line does not support more than 0.5 Mbps and that they are working on it. They also said that they will contact me as soon as possible (haven't hear from them for more than a week). I kept calling them on daily basis; I think I have spoken to about everyone in India but without any success.
I have even phoned them today and asked them to restore my connection speed to what it was before and that I wouldn't mind an intermittent connection because I would rather have a fast and intermittent connection than a extremely slow and stable connection. Even so I couldn't get that done as they said they are 'still working on it' and they will contact me as soon as possible.
One of them even suggested that the problem lies in the exchange box and that I should phone <a href="http://btbb.at/theside?LID=21">BT</a> to fix the problem. I did that but <a href="http://btbb.at/theside?LID=21">BT</a> told me that <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> is supposed to pursue this issue on my behalf and that they could do nothing about it.
I am seriously considering leaving <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> altogether (I have been with <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> for <a href="http://3mobileshop.at/theside"> Three</a> years). I thing I have been more than patient with <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> but don't feel I got rewarded for my patience. Considering that it takes about 2 weeks to switch to another ISP I think that would be the best option left for me.
Could anyone advise me on what to do next as I am tired of making phone calls and having the impression that I am talking to an answering machine.
Cheers
Oh my God ! - I could have sworn this was a post written by me
Orange have done exactly the same to me - i.e they've reduced my speed from about 6.5 meg to about 3.4.
Their 'customer service' idiots told me to question this with BT; did that, but BT said speak to Orange.
I requested a MAC code and they were desperately trying to keep me with them; they even offered to upgrade my package to about 20 meg, but since these ar*eholes have reduced the line capability to less than 4 meg, what's the point of that ?!
I've been on a 'retentions' package for over a year (paying just under a tenner for the service); don't know what to do really; I checked how much speed my line can sustain, and it was over 9 mb - from this site :
So if you're out of contract, request your MAC code; as mentioned, they'll do all they can to keep you, but be firm. They'll try to sweet-talk you, but tell them that it's not worth staying with them if they can't raise the speed to what it was before, when other ISP's can.
If you're on an LLU package, that means Orange are using their own equipment at the exchange. They might lie to you saying other ISPs will do the same, but that's just BS. Other ISPs have their own equipment and I'm sure theirs is a darn site better than Orange's.
Let us know how you get on
Last edited by Rick3000 on Mon Jan 04, 2010 6:20 pm; edited 1 time in total
Joined: 17 Dec 2009Posts: 2Location: Lichfield, Staffs
Yes - I'm in the same boat. Having tried the useless Orange customer service several times before Christmas after dropping connection speeds or no service at all I got absolutely nowhere. They blamed my router, they blamed BT, everyone but Orange. I posted a note in this Forum and was faithfully promised a phone call to sort it out. Needless to say the phne call never arrived. My connection speed is now 1.3 kps, even though I'm paying for 5Mps!!!!!!
I've had it with Orange. I'm supposed to be on an 189 month contract, but they haven't kept their side of the bargain so I'm undr no obligation to keep mine. I'm off, and I'm complaining to the BBC's You and Yours on the way out.
IanS
[quote="ibra085"]Having experienced intermittent internet connection for the past 5 or 6 weeks, I decided to call <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> customer service to report the problem and I have regretted it dearly since then.
Basically, they told me that I had unstable line and my broadband connection speed was downgraded from about 4-5 Mbps to as little as 0.5 Mbps. I called them many times in an attempt to fix this problem and I was told that my phone line does not support more than 0.5 Mbps and that they are working on it. They also said that they will contact me as soon as possible (haven't hear from them for more than a week). I kept calling them on daily basis; I think I have spoken to about everyone in India but without any success.
I have even phoned them today and asked them to restore my connection speed to what it was before and that I wouldn't mind an intermittent connection because I would rather have a fast and intermittent connection than a extremely slow and stable connection. Even so I couldn't get that done as they said they are 'still working on it' and they will contact me as soon as possible.
One of them even suggested that the problem lies in the exchange box and that I should phone <a href="http://btbb.at/theside?LID=21">BT</a> to fix the problem. I did that but <a href="http://btbb.at/theside?LID=21">BT</a> told me that <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> is supposed to pursue this issue on my behalf and that they could do nothing about it.
I am seriously considering leaving <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> altogether (I have been with <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> for <a href="http://3mobileshop.at/theside"> Three</a> years). I thing I have been more than patient with <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> but don't feel I got rewarded for my patience. Considering that it takes about 2 weeks to switch to another ISP I think that would be the best option left for me.
Could anyone advise me on what to do next as I am tired of making phone calls and having the impression that I am talking to an answering machine.
IanS, just bear in mind that they will come after you with the financial heavies if you leave within your contract period, especially if you have a connection, albeit very slow - ultimately it can affect your credit worthiness.
They are a lot better at chasing money than supplying a good internet connection!
ibra085, get your MAC and leave - my connection was restricted before I moved - I NOW get 6.5Mb/sec with PlusNet vs 1.5Mb/sec MAX. with Horrange!(And its £5 pm cheaper!!)
_________________ Formerly Orange and sad
Now PlusNet and glad!!
Regards Dave
Joined: 13 Nov 2009Posts: 408Location: South East Essex
IanS
A complaint to the ISPA will often bring a result. You might get Orang e to waiver any cancellation charges with the ISPA's help.
As for options you look to have plenty as Lichfield has many LLU ISPs. o2 (now Sky) could be a good option as their prices are reasonable & support is UK based on a freephone.
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